Guest Services Assistant Manager - Year Round - Full Time

Job Description Year Round Steamboat- Ski Town, U.S.A. ® is known as the friendliest mountain destination on the planet, thanks to our western heritage and welcoming staff. We pride ourselves on hiring the best employees and providing the best experience in the industry. Our culture is supportive, challenging, passionate and committed and we believe that diversity makes us stronger. We are looking for unique individuals who exemplify these qualities and care about each other, our mission, our environment, and our communities. BESIDES WORKING SOMEWHERE AWESOME, WHAT’S IN IT FOR YOU? - Free Alterra Mountain Pass for all eligible employees and eligible dependents for winter and summer, and a free IKON Pass to eligible employees* - Discounted skiing and riding for friends and family of eligible employees* - Vacation and Sick Time policies for eligible employees* to rest, relax and recharge - Generous discounts on outdoor gear, apparel, rental cars, etc. - Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for Year Round, Flex Year Round, & Season-to-Season Employees. - Apex-MEC (minimum essential coverage) plan available to all seasonal employees without an offer of major medical coverage. This plan helps cover preventive visits, urgent care visits, Free Telehealth, Limited Hospitalization, Prescription Drug Benefits and Free Multilingual Behavioral Health. - 401(k) plan with generous company match - Discounted tuition with partner online university for all Alterra Mountain Company employees to further their education - Paid parental leave of up to 6 weeks for eligible employees* - Free regional bus pass *Click HERE for more information on our employee benefits! For information on Steamboat Ski & Resort Corporation’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at . To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. POSITION SUMMARY The Steamboat Grand, the largest hotel and conference area in Steamboat Springs, is looking for a Guest Services Assistant Manager. Both a strong background in hospitality and previous experience in supervisory management, required. Shifts to include evenings, weekends, holidays, and sometimes graveyard MOD or Night Audit duties. A pdf or word document of your resume is required with online application. ESSENTIAL DUTIES - Oversee all phases of Front Desk operations. Plan, coordinate, supervise, monitor and evaluate all daily operations of assigned front desk functions including the guest check-in and check-out processes, as well as guest and owner requests. Exemplify excellence as a leader for the Guest Services Department and foster group cohesion among staff - Consistently present and reinforce a professional appearance and positive attitude - Maintain a strong presence at the Front Desk - perform the check-in and check-out process for guests as required by business volume. Monitor and review agent tasks, projects and performance on a daily basis for increased efficiency and effectiveness - Oversee all staffing/scheduling requirements for the Front Desk. Responsible for all HR-related issues for Front Desk Agents, Front Desk Supervisors, Hotel Night Auditors, PBX Operators, and Concierge including hiring & termination decisions, attendance, payroll and performance evaluation records. Direct staff training program and maintain Service Excellence standards for department, leading by example. Responsible for scheduling all Guest Services employees on a weekly basis, monitoring Vacation/time off schedules, and regulating overtime hours appropriately - Closely monitor our guest’s experience to ensure that all guests have a superior experience. Respond to guest inquiries and address guest issues & requests to ensure that they are resolved in a timely manner. Provide support to staff to resolve guest or Front Desk issues. Make sure staff members provide proper notes and other documentation on reservations when there is a guest issue. - Effectively communicate new and/or changing procedures & policies with staff in verbally, written and during meetings - Attend meetings in absence of Guest Services Manager and strengthen communications with other hotel departments - Oversee the wholesaler and internal reservations process including inventory management for straight-line availability - Review Night Audit reports daily for accuracy and ensure that all daily reporting and reservation tasks, including checklists are completed and accurate. Maintain accuracy of all Front Desk banks, manage and audit all open & close procedures, follow all company audit and money handling procedures. Responsible for weekly projects/reports as assigned - Assist Guest Services Manager in the areas of hiring/interviews, establishing employee expectations, conducting employee reviews and performance improvement plans - Direct and monitor all Product Maintenance tasks in SMS, and Inntopia applications, including rates, packages, discounts, groups and other projects as assigned by the Revenue Manager - Confer regularly with other departments or company personnel (Reservations, Maintenance, Housekeeping, Sales, Accounting, etc.) to plan, coordinate and evaluate activities, services, events, policies, procedures, exchange information, and resolve problems. Act as an effective communicator and offer constructive feedback to other hotel departments in order to improve the quality and service of The Steamboat Grand operations - Other duties as assigned REQUIRED QUALIFICATIONS - Individual should be professional and well versed in impeccable customer service - Background in some type of hospitality or customer service is required - Knowledge of Springer Miller PMS system and Inntopia applications is preferred - Previous supervisory experience required - Position is contingent on a background check EDUCATION REQUIREMENTS - High school diploma or GED equivalent - College degree is preferred The base salary range below represents the low and high end of the Steamboat Ski and Resort Corporation salary range for this position. Actual salaries will vary and may be above or below the range based on a range of factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Steamboat Ski and Resort Corporation total compensation package for employees. Other rewards may include short-term and long-term incentives. Steamboat area base salary: Starting at $57,784 per year PHYSICAL REQUIREMENTS - Can use keyboard, computer, telephone and headset simultaneously for long periods of time - Frequent periods of sitting and standing based on business needs - Clearly speak and comprehend the English language - May need to lift office supplies and packages up to 40 lbs. - Must be a minimum of 18 years of age The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk, talk, see, hear, and operate a computer and other office productivity machinery. WORKING CONDITIONS Indoor/Outdoor: While performing the duties of this job, the employee may be exposed to harsh and varying outside weather conditions. Hazardous Materials/Noise : The noise level in the work place is usually moderate. This job description is not an exhaustive list of all functions and responsibilities that an employee may be required to perform in this position. Steamboat Ski and Resort Corporation and its affiliates reserve the right to modify, increase, decrease, suspend, and or eliminate any of the essential duties and/or the position in its entirety. Application Deadline: Recruiting timelines vary by position, however, all Steamboat Ski & Resort Corporation positions accept applications for a minimum of 4 days from the posting date listed above. This position is open and still accepting applications. This job description is not an express or implied contract, guarantee, promise, or covenant of employment for any set term or duration, or for termination only for cause. Employment with Steamboat Ski and Resort Corporation or any of its affiliates is “at will” meaning either party may terminate the employment relationship at any time with or without cause and with or without notice. This position is in Colorado, and the work is primarily in Steamboat Springs, CO and, as such, employment in this position is subject to the labor and employment laws of the state of Colorado. Steamboat Ski and Resort Corporation and its affiliates are equal opportunity employers and maintain drug-free workplaces. All employees and candidates are reminded that Steamboat Ski and Resort Corporation and its affiliates adhere to all applicable labor and employment laws, and State, County, and City-specific labor and employment regulations, where applicable.